Articles
Frequently Asked Questions
- I need help to modify an item I purchased. Do you provide support for individual items?
- Unfortunately the Envato Marketplaces do not provide support for purchased items that are in proper working order. Purchasers can contact the author either via the item page comments or via SiteMail (found on the author's user page) and ask for assistance. Authors are encouraged to offer support to buyers, but are not bound to do so. If you have purchased an item and it does not work as described or is faulty, please contact support and tell them which file you purchased and exactly what the problem has been with the item. The item will be investigated, and if it is found to be faulty or not working as described it will either be fixed or a refund will be offered.
- What should I do if the author of the Item I purchased is not answering my questions?
- Items accepted to the Envato Marketplaces are intended to work without author support. Reviewers check each file for quality standards and thorough description so buyers do not need to contact the author to make the file work. While we encourage authors to provide free support, authors are not required to do so. This allows the marketplaces to keep item prices low, as otherwise the cost of a file would need to cover the time of the author to offer free support after sale. If you have purchased an item and it does not work as described or is faulty, please contact support and tell them which file you purchased and exactly what the problem has been with the item. The item will be investigated, and if it is found to be faulty or not working as described it will either be fixed or a refund will be offered.
- The file I downloaded is incompatible with my software. What should I do?
- It is the buyer's responsibility to check compatibility of an item before purchase. Program version and file type needed are listed on every file page. Unfortunately the Envato Marketplaces cannot offer a refund on purchased files that work correctly. However, if you have purchased an item and it does not work as described or is faulty, please contact support and tell them which file you purchased and exactly what the problem has been with the item. The item will be investigated, and if it is found to be faulty or not working as described it will either be fixed or a refund will be offered.
- I am having problems downloading a file.
- If the file you have purchased is not downloading, please contact support who will assist you. To get resolution most promptly, please include the file name and a link to the item page, as well as your member name.
- Can I get a refund for an item I have purchased?
- If you have purchased an item and it does not work as described or is faulty, please contact support and tell them which file you purchased and exactly what the problem has been with the item. The item will be investigated, and if it is found to be faulty or not working as described it will be fixed or a refund will be offered. Before submitting a refund claim, please review the comments on the item page – there is a good chance someone else may have had the same problem as you and the author might have already addressed the issue. Also make sure that you thoroughly read all of the item’s documentation in case there is an existing answer to your issue. Please note that because of the nature of digital goods, support unfortunately cannot issue a refund or exchange unless the item is malfunctioning or corrupt, or does not work as described.
- What should I do if I cannot open a file I have purchased?
- We have had some issues with users downloading files which appear 'corrupt'. This is to do with the method of archival used. If you experience this problem you can try using WinRAR or StuffIt to extract the file or contact support for assistance.
- I have lost an item I downloaded previously, can I download it again?
- If the item you have downloaded is still for sale on the marketplaces, you most certainly can. View instructions on how to download previously purchased files here. Please note that if an item is removed from sale by the author or the marketplaces, it will no longer be available for repeat download. Buyers are strongly encouraged to download every file purchased immediately, and keep a back-up. The downloads page is offered as an additional convenience, but we unfortunately cannot guarantee that items will remain on the downloads page after initial purchase.
- What issues are related with Items including PHP scripts?
- Envato review staff do not check PHP files at all. We do not allow PHP to be run on Envato servers and do not check PHP code. If the item contains any code, the author must check it for quality purposes. Buyers need to be familiar with common PHP security issues before purchasing a file that contains PHP. There are many sources of information on this area, such as: phpsecurity.org php.net
